Senior Customer Success Manager at Hyper-Growth Video eCommerce SaaS

Grey Matter Recruitment; City Of London; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading technology recruitment agency is seeking someone to lead enterprise-client success across EMEA, driving expansion and adoption of a next-generation commerce platform. Responsibilities include nurturing senior-level relationships, developing success plans, and driving value in high-growth environments. Ideal candidates will have experience in enterprise customer success within SaaS or eCommerce sectors.

Qualifications

• Experience in SaaS or eCommerce environments.
• Ability to present QBRs and drive business impact.

Responsibilities

• Act as a strategic partner to EMEA enterprise clients.
• Build and nurture senior-level client relationships.
• Develop and execute success plans and business reviews.

Skills

Enterprise Customer Success experience

Engaging senior stakeholders

Excellent communication skills

Collaboration skills

Comfortable in fast-paced settings

Job description

Fantastic opportunity to lead enterprise-client success across EMEA by driving expansion, adoption and advocacy for a next-generation commerce platform.

The Company:

• $100m in funding by top VCs
• A global innovator in live video commerce and customer engagement
• Enterprise clients, including ASOS, Victoria Beckham and Stella McCartney
• Values-driven culture where ownership, collaboration, and smart growth matter.
• International office – London / NY / Paris

The Role:

• You will act as a strategic partner to top EMEA enterprise clients, driving value, retention and growth through expert advisory and operational excellence.
• Build and nurture senior-level relationships across client organisations, aligning product usage to their business goals.
• Develop and execute success plans, deliver business reviews, monitor account health and proactively surface expansion opportunities.

Desired Skills and Experience:

• Enterprise Customer Success experience in SaaS or eCommerce environments.
• Demonstrated ability to engage senior stakeholders, present (e.g., QBRs), and drive impact.
• Excellent communication and collaboration skills;
• Comfortable working in fast-paced, high-growth settings.